A Client Engagement Manager builds and maintains client relations. Works for a vendor organization and has ultimate responsibility for a client's entire experience with that vendor. May have a portfolio of clients and be accountable for the revenue, profitability and success of those customer relationships.
The Director of Strategic Relationships leads the cultivation, expansion, and retention of Mayo Clinic Platform's strategic partnerships. This leader drives growth through trusted relationships, rigorous execution, and tailored client engagement strategies. They lead a high-performing team responsible for account growth through managing ongoing client relationships, coordinating cross-functional execution, and ensuring strategic alignment over time, while aligning client goals with Mayo Clinic's mission and capabilities.
Key Responsibilities:
Develop and execute the regional growth strategy for Connect, Insights and Accelerate programs in the assigned region. Lead and mentor a team of Strategic Relationship Managers and technical success managers, providing guidance, support, and professional development opportunities. Develop and implement strategies to enhance client engagement, satisfaction, and retention. Oversee the management of a portfolio of high-value clients, ensuring consistent delivery of value and alignment with client goals and the identification of opportunities with existing client accounts, ensuring alignment with Mayo Clinic's strategic priorities. Set clear performance goals and accountability metrics for the Regional Growth team, ensuring delivery excellence and measurable impact for the partner. Drive the development of new initiatives and programs to strengthen client relationships and expand service offerings. Monitor and analyze key performance indicators (KPIs) to assess the health of client relationships and identify areas for improvement. Serve as the primary point of escalation for complex client issues, ensuring prompt and satisfactory resolution. Foster a culture of collaboration and excellence within the team, promoting best practices and continuous improvement. Position Details Represent Mayo Clinic Platform at industry events, conferences, and client meetings to build and maintain strong relationships with key stakeholders. Provide strategic insights and feedback to drive R D priorities based on client interactions and market trends. Master's degree required, Business, healthcare admin, or related field. Minimum 10-15 years of experience in strategic account management, relationship management, client success, or alliance management roles, ideally in healthcare, life sciences, or other consultative industries. Deep understanding of international healthcare systems, client needs, and cultural norms in global markets. Experience managing relationships across multiple time zones and geographies. Proven track record of leading and managing high-performing teams in a client-facing environment. Strong strategic thinking and problem-solving skills, with the ability to navigate complex, multi-stakeholder relationships. Excellent communication, negotiation, and interpersonal skills, with a high level of emotional intelligence and cultural fluency. Demonstrated ability to drive client satisfaction and growth through long-term relationship building. Experience working with senior executives and navigating large, matrixed organizations. Ability to travel internationally as needed.
